Operations Manager

About the role

The Operations Manager will lead the travel services company’s operations across Kenya and key international markets, ensuring seamless delivery of travel solutions, commercial growth and a premium customer experience.

Key responsibilities

• Develop and execute commercial strategy for corporate, leisure, inbound and outbound travel segments.
• Build and manage partnerships with airlines, hotels, DMCs, visa agencies and travel technology providers.
• Drive revenue targets, margin optimisation and product diversification including packages, safaris, MICE and international travel.
• Oversee end‑to‑end travel operations: bookings, ticketing, reservations, itineraries and customer support.
• Implement SOPs for travel coordination, documentation, vendor management and visa processing.
• Manage crisis situations such as flight disruptions, cancellations and emergencies.
• Recruit, train and lead travel consultants, ticketing officers and operations staff, fostering a performance‑driven culture.
• Prepare and manage budgets, forecasts, receivables, payables and vendor payments.
• Ensure adoption and optimisation of travel systems (GDS, booking engines, CRM, reporting tools) and drive digital transformation.
• Maintain high service standards, quick turnaround times and zero‑error documentation.

Required profile

• Proven leadership experience in travel or hospitality operations.
• Strong commercial acumen with ability to grow market share.
• Excellent stakeholder management and partnership development skills.
• Ability to manage cross‑border teams and coordinate multi‑market activities.
• Solid financial oversight and budgeting capabilities.

Required skills

• Travel GDS systems
• CRM platforms
• Booking engines
• Reporting tools